Lisa

Done, thank you!

In an agent's settings, they should not need to be added to all tickets to be able to mark a ticket as spam.

Use case:

We have 3 different brands in our organization, each with it's own ticket groups, agents can only see the tickets that are in their ticket groups so their view is clean. Even within these groups they still get spam tickets that Zendesk doesn't filter out so they need to be able to mark them as spam as well. We don't want them to be able to see all the different tickets to be able to do this.

Business impact of limitation:

Our agents are told to just leave the tickets in there for now and then an Admin has to go in and mark them as spam every so often. This makes extra work for the Admins and also can clog up the agents' inboxes if there are a lot in there.

We have a lot of articles where they are "announcements" of something that reoccurs frequently we just need to update the dates in the article so duplicating/copying would save us a lot of time especially if it could carry over all the settings for the article. Then we would just need to duplicate the previous article and update the dates then post.

Right now we have to go into an old article, copy the content, create a new one, paste it, then update all the settings and the title. We had to write an article about how to post these articles because there are so many steps.

Thanks, Dane. So the only way to give them the ability to mark a ticket as spam is to give them the ability to see all tickets? I don't want them to be able to see all tickets though, I only want them to see the tickets in their groups, but they should be allowed to mark any tickets in that group as spam.

Hi Jupete Manitas I am experiencing the same issue. I checked the Agent Interface as instructed and it is set so agents have the permission to delete. 

I am unclear however if I have this setting correct "agents must have access to all tickets set in their profile". I checked the agent's profile and they have access to all tickets in their groups and the tickets they want to mark as spam are in that group. Is there something else that needs changed here, or where do we go about checking they have this setting correct?

Thanks!

ZZ Graeme Carmichael yes that detail helps.

ZZ Graeme Carmichael I am accessing the form on an incognito browser so it's not cached. Can you please have someone else assist me? There is clearly an issue here that needs to be resolved, please.

ZZ Graeme Carmichael No, we have been on a Professional Zendesk Suite membership for a few months now.

Hi ZZ Graeme Carmichael. I went to our submit form on an incognito browser, not logged in, just like an end-user would and the field is not there. Here is a link to our form: https://crowdblink.zendesk.com/hc/en-us/requests/new

Thank you ZZ Graeme Carmichael that was very helpful! When I was trying to search for this feature in the Zendesk Help Center I could not find it.

Is there an additional step that needs to be taken after checking that box? I checked it and saved it, but when I checked our form there still is not a field for end-users to CC someone on the form?